[QUOTE=Marriott Bonvoy Lurker II;32291029]Christina, does the property need to note in the cancelation policy that its utilizing a peak demand exception? Or if the cancelation policy is more than 24 hours, should we just assume this? For example, do all ski resort properties have an exception for the entire winter season? All the cancelation periods ive checked appear to be 30+ days. I could understand some limited exceptions for holidays or some limited extensions to the 24 hours (perhaps 7 to 14 days), but a blanket exception permitting up to 60 days for every ski resort property seems crazy.

Mods, I also don't think the cancelation policy discussion should have been merged into this giant thread. A lot of the people i talk to are making bookings assuming the exception language is for things like the super bowl, and it sounds like there's actually no exception for new bookings and everyone needs to assume the cancelation policy listed at the time of booking is correct.

This is precisely my point, and I agree this discussion should not be buried in a consolidated thread. Marriott has published a COVID-19 Cancellation Policy for existing or new reservations which cannot be enforced outside the Rate Details due to a blanket exclusion. Nor is this limited to ski resorts and vacation spots, as I find prepaid rates with Rate Details to permit cancellation without penalty only up to 24 hours after booking at business hotels across the U.S.

This does apply more to new reservations, as travel restrictions in the near future prevent one from check-in for existing reservations. While I am sure many properties will adhere to the published guidelines at present, I do not believe this will hold true once travel restrictions are lifted and cancellation becomes a personal decision.

During the pandemic, I've had to travel to take care of some family/friends. While I completely understand the position Marriott is in, I've been rather disheartened by their response. I have almost 40 nights so far this year. Many of the locations in which I've stayed have laid off a number of people. They're still charging, from what I can tell, normal rates for rooms. Despite being well under 10% capacity, I've noticed most don't honor the "best room available" upgrade benefit even when it's absolutely clear that those rooms are available. With the reduction in services offered (again, completely understandable), the lack of any amenities (even those which make effectively zero difference to the hotel itself like which vacant room they put you in), and the extended status which renders stays this year meaningless beyond the minor value earned in points, I can't imagine what benefit there is in continuing to choose Marriott.

For those who've had to travel during the pandemic, how has your experience with Marriott been? Perhaps I've simply been unlucky?

To me, Marriott should be ROLLING OUT THE RED CARPET for anyone needing to travel right now. They are doing so out of necessity, they are stressed, they are tired, they are nervous, etc.

Years ago I had to attend a family funeral on an urgent basis. Delta really came through for me in a huge way - they opened up availability, overrode certain things on the computer, held the jet bridge a second longer, etc. I don't know if they would still do that today, but I was so impressed by that I went from flying Delta a few times a year to pretty much exclusively flying Delta.

Similarly, during a Hurricane, as an Explorist on Hyatt status that I was gifted, Hyatt upgraded myself and my wife to one of their top hotel suites. To spend a week or two in a suite as opposed to a small room was a tremendously beautiful gift of that property, and something we made sure to thank everyone profusely. If there is ever occasion to go to that city again, we will visit that property. And we went from almost exclusively staying with SPG, to making sure we continued to at least maintain Discoverist Status with Hyatt every year - even when as an Amex customer, frankly Hilton and Marriott make much more sense.

I hope Marriott is being generous with upgrades, suite availability, etc. Their generosity now will ensure tremendous goodwill and loyalty in the future.

my local courtyard is running at about 15% occupancy. I know someone (thankfully still) working there that said they closed off floors 3-5 and only kept floors 1 and 2 open. They are running on a skeleton crew and the bistro is takeout only prepackaged food. Just because it seems there are lots of room open doesn’t mean they are available for occupancy. As far as the rates go, they are probably losing money having you there. Can’t run a hotel on normal rates at 15% occupancy and no meetings or catering. (Not so much catering events at a courtyard but in general)

[QUOTE=spgplat21;32303969]We suggest you to contact customer support so our colleague could assist you regarding this matter.

Best Regards,

Abbey L

Specialist, Social Media

Marriott International

[QUOTE=Marriott Bonvoy Lurker II;32308075]Thank you for the response, but could you at least clarify whether there is a blanket exception or anything else that would permit a ski resort property to impose 30-90 day cancellation policies for the entire winter season? It seems unreasonable for a customer to have to call each property (many of which are currently closed) to ask about each specific date.

If you need specific properties to look into, I noted these lengthy cancellation policies for the entire winter season at the St. Regis Deer Valley, the Ritz Bachelor Gulch, W Aspen, St. Regis Aspen, Vail Marriott Resort, Westin Riverfront Resort, and most other ski resort property I checked. I noted a couple exceptions like the Westin Whistler, Beaver Creek Lodge and Westin Riverfront Villas, which had a 24 hour cancellation policy for some rates, but generally these weren't consistent across rates (e.g., points may be 24 hours, but member rate is 30 days, or member rate may be 24 hours, but points and prepaid rates may be 30 days or fully nonrefundable).

Hi,

I am a Platinum Bonvoy Member. I had booked a pre-paid reservation many months ago for the Westin Berlin for July (in conjunction with a Baltic cruise later that month). I called the Marriott Bonvoy US toll-free number on Sunday night (April 19) to cancel per this cancellation policy:

https://news.marriott.com/news/2020/...ovid-19-update

The agent on that call said I would get a refund within 90 days (which the cancellation email I subsequently received says as well). However, this morning I received an email from someone at the property saying the following:"You’re asking for a free cancellation of the reservation with the number xxxxxxxx. Unfortunately, I have to tell you that the reservation is a prepaid rate and therefore not possible to be cancelled free of charge anymore. In the case of a cancellation we would charge a cancellation fee of 90%.

"However, to avoid the loss of money we’re offering to postpone you reservation to a later date before March 31st, 2021. We would then transfer the already made deposit to the new reservation and use it as a credit. If you don’t know a new date yet, we can also “freeze” your reservation until you know. Please let me know if you would like to use the option postponing your reservation and I will gladly look up the new rates for you."

What recourse do I have? I have emailed the property directly this morning.

Any help/suggestions appreciated

John H

That's frustrating. There should be 0 questions about how this cancellation is handled, but unfortunately Marriott had to include some wiggle room so now you have to push the hotel and Marriott support to see if the property is just wrong or if they are claiming the exception. My guess is they are just wrong and trying to avoid issuing the refund (I can't possibly imagine July is a special event or peak demand week anymore), but you have no way of knowing whether the exception is in play or not, so you're only choice now is to take the future stay credit or to make some calls and send some more emails to push for your refund. I would start by emailing the property again and pointing out the policy and then contact Marriott customer support if you're still getting push back.

Thanks so much, spgplat21. I have emailed the hotel in Berlin (the email was sent by an actual person, so I replied to her directly) with a link to the policy and stating that my cancellation notice stated that a refund would be issued within 90 days . I will see what she says before I next call Marriott here in the US.

Appreciate your thoughts. It is not helpful when a brand promise seems to have wiggle room

John H

You can also reach out to the "Marriott Bonvoy Lurker" through a PM to see if they can help out as well.

I’ve only stayed a handful of nights in the last thirty days, the rates have been somewhat lower than usual. I wasn’t expecting basement bargain level rates though, they do have expenses to cover so they can’t just give the rooms away. The services are limited as you and others have noted but I never pay too much attention to the breakfast offerings as they’re not really all that great in general. The three properties I’ve visited offered me a grab-n-go option for breakfast: a paper sack with an orange, a couple of hard boiled eggs and a granola bar, plus a 12 (ish) oz bottle of OJ.

IME that is the case. From 1997 through 2011 I stayed at the Vail Marriott about 350-400 nights. I find that the hotels' cancellation policies mirror the local SOP. In the late 90s and up until winter 2001, the policy for most hotels in Vail including the Vail Marriott was a minimum 7 night reservation and which was not cancel-able and was paid in full, 45 days in advance. That was the bad, the good thing was that the reservations were changeable even after the full amount deposit was taken 45 days out, so when a lower room rate was found you could go in and modify your reservation and get the lower rate and then have a credit on your account during your stay.

After 9/11 rates dropped considerably and there was no longer 7-night minimums but they did retain the 45 day prepayment and cancellation term of day after booking. I remember getting $105/night rates during New Years week and another year getting $269/night rate that included daily 50 minute massage for 2 and daily breakfast. Booked 3 weeks in both cases. Note: I believe some properties have added restrictions on whether reservation may be changed as their cancellation T&C say you may not cancel or change after a specific date.

It was years later when they softened their cancellation policy to the current 30-90 day cancellation terms, but IME these are for the entire ski season. For this coming season I wouldn't worry too much as visitors will be low and/or non-existent if the resorts are closed. Be flexible and wait unless you're uncomfortable with that approach and you'll probably find some good rates for both hotel and air. Just make sure to decide before mid-November as both Epic and Ikon pass prices go up around Thanksgiving. Keep in mind that if coronavirus is still around that ski resorts with visitors from all over the world and everyone apres ski, dining out, and at the bars/concerts it is a prime spot for an early hot spot like it was last February during the Burton US Open in Vail.

Just as an aside, I am always skeptical when someone promises me a refund within 90 days. Actually, at that point I would expect trouble. After 90 days you cannot make a credit card dispute.

I'm also having this issue with three reservations - categories have gone up since the original booking using a certificate.

I understand that under normal circumstances, a change in a booking means the rate can change.

But in a situation like this, where it's outside of anyone's control this seems crazy.

Surely the hotel would prefer I rebook in a few months' time, but instead, because of Marriott's policy, I'm going to be forced to cancel entirely.

If anything, the pandemic should mean pricing/categories drop, but of course categories only get updated occasionally.

Seems odd that while every other industry in the world is trying to encourage people to reschedule bookings, Marriott is forcing me to cancel instead.